Three of the best courses for CX and Process Transformation that will change the way you work forever

Choosing the best customer experience, customer journey management and process courses with professional qualifications can be a challenge. Read these testimonials from hundreds of clients and they will make your mind up.

🌎 A common theme in our change-oriented world is an increasing focus on the Customer. 🔎
Review three of the best courses for CX and Process Transformation. In fact, the BPGs best selling programs.

Three programs focused on helping YOU and your organisation become more customer-centric, efficient and effective.

Three of the best BPG Programs – Make Your Choice! #acxm #cppm #cjmp (cemnext.com)

Ready to take your customer experience strategy to the next level? Visit Three of the best BPG Programs – Make Your Choice! to learn more about our offerings. 🚀

“This course provided a terrific holistic framework for how I can more richly think about how MOTs connect to Customer Experience and Customer Journey Management. It’s a terrific program that I’d recommend and encourage Professionals to strongly consider.”

Jim Lecinski, Professor, Kellogg School of Management

(Jim is the creator of ZMOTs and Micro MOTs as a VP at Google 2006-2018)

L.G. Lavengood Outstanding Professor of the Year Award (2022)


Connect with Steve: https://linktr.ee/SteveTowers


Improve Satisfaction, Revenue & Reduce Costs with CJM+ The Ultimate Solution

The latest research into Customer Experience makes stark reading. Get the inside track and data to support your business case and upskilling for CX.

🌎 Customer experience is a billion-dollar global opportunity – but almost every single experience is broken 🤔 How to make money while solving for it is where Customer Journey Management+ comes in.

But what exactly is Customer Journey Management?
It’s the process of optimizing the interactions that consumers have in an experience across all touchpoints and channels.

This involves connecting the dots between customer interactions and the supporting systems and people that operate the internal processes.

Effectively you can’t be successful if you do one without the other.

By understanding the customer journey, businesses can identify pain points and areas for improvement, ultimately leading to increased customer satisfaction, lower costs and growing revenue (the triple crown).

At CJM Plus, we offer comprehensive solutions for businesses looking to improve their customer journey. From mapping out touchpoints to implementing analytics and automation tools, we help companies seize the billion-dollar opportunity that is customer experience.

Ready to take your customer experience strategy to the next level? Visit https://cjmplus.com to learn more about our offerings. 🚀

“This course provided a terrific holistic framework for how I can more richly think about how MOTs connect to Customer Experience and Customer Journey Management. It’s a terrific program that I’d recommend and encourage Professionals to strongly consider.”

Jim Lecinski, Professor, Kellogg School of Management

(Jim is the creator of ZMOTs and Micro MOTs as a VP at Google 2006-2018)

L.G. Lavengood Outstanding Professor of the Year Award (2022)


Connect with Steve: https://linktr.ee/SteveTowers


Five Ways to completely Reinvent Customer Experience

The latest research into Customer Experience makes stark reading. Get the inside track and data to support your business case and upskilling for CX.

Let’s REINVENT your #CustomerExperience which is the cornerstone to #Innovation and #Transformation.
With the advent of #AI you should be winning the #TripleCrown daily.
#cx #customerexperience #uae

How to win the Triple Crown?

Get yourself and your colleagues ‘upskilled’ with the Accredited Customer Experience Professional® to acquire the latest tools, techniques, and proven approaches to winning with Customer Experience.

RECOMMENDED QUALIFICATION:
The Accredited Customer Experience Professional® (ACXP):
https://bit.ly/UAECXMasters

If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.

“(CEMMethod) provided a terrific holistic framework for how I can more richly think about how MOTs connect to Customer Experience and Customer Journey Management.”

Jim Lecinski, Professor, Kellogg School of Management
(Jim is the creator of ZMOTs and Micro MOTs as an SVP at Google 2006-2018)

L.G. Lavengood Outstanding Professor of the Year Award (2022)


Review the extensive options from the BPG: https://www.bpgroup.org

Connect with Steve: https://linktr.ee/SteveTowers


The 7 Deadly Sins of CX Measurement Systems and How to Avoid Them:

The latest research into Customer Experience Measurement makes stark reading. Get the inside track and data to support your business case for CX.

Customer experience (CX) is one of the most important factors influencing customer satisfaction, loyalty, retention and revenue. However, measuring CX can be challenging and complex, especially with existing systems that are often too subjective, retrospective and non-representative®.

If you are a senior business person or a customer experience professional who wants to gain organisational support for your efforts, produce actionable plans that improve customer experiences and build credibility for your CX efforts, then you need a new and innovative system to help you measure CX effectively and efficiently.

Some of the common challenges and limitations of existing CX measurement systems are:

  • They rely too much on subjective feedback from customers, such as surveys or ratings, which can be influenced by various factors such as mood, memory or social desirability
  • They are too retrospective, meaning they capture customer opinions after the experience has occurred, which can miss important moments or emotions during the experience
  • They are not representative, meaning they only capture a small sample of customers willing or able to provide feedback, which can skew the results or miss important segments or personas.

Some of the recent findings make for stark reading:

  • According to a McKinsey survey, the typical CX survey samples only 7 per cent of a company’s customers, providing an extremely limited view of what customers experience and value[1]
  • Another McKinsey report states that nearly two-thirds of respondents ranked the ability to act on CX issues in near real-time as among their top three priorities, but only 13 percent of leaders expressed certainty that their organizations could achieve this level of rapid insight through existing systems[2]
  • Too much subjective data often makes aligning customer goals with business outcomes difficult. Getting lost in the sheer mass of available data is far too easy.

These challenges can lead to inaccurate or incomplete data on customer experiences, resulting in poor decisions or actions that do not address customers’ real needs or expectations. This can ultimately affect customer satisfaction, loyalty and retention.

So how can you enhance your CX measurement with objective, fact-based and actionable approaches?

How can you connect a modern CXMS to business goals and outcomes?

One way is to adopt approaches that add to existing CXM systems by incorporating six elements that directly measure experiences: How Easy, How fast, How convenient, How trackable, How personalised and How predictive.

Combine those measures with a unifying model, such as the Customer Performance Landscape® and directly link the customer experiences with business goals.[3]

The CEMMethod® Customer Performance Landscape®


Over the last decade, we have codified these best CX measurement practices into the Customer Experience Management Method® (CEMMethod®). These approaches are based on leading global companies’ ‘next’ practices. Sometimes, the Customer Experience 6 (CX6) measurement approach has completely replaced previous systems like CSAT and NPS.

The CX6 includes easy-to-measure elements across all experiences and can produce results from a simple and quick analysis. The approach will ensure full support from the business leaders and put all your CX efforts on steroids. It also doesn’t mean you have to abandon those dated approaches to CX measurement – you can either implement CX6 as a complementary approach or as a complete standalone system.

If you would like to see how the CX6 can help we invite you to join our upcoming webinar on measuring customer experience with CX6.

In this webinar, you will learn:

  • What are the main challenges and limitations of existing CXM systems
  • What are the six elements of CX6 and how they relate to customer expectations and preferences
  • How to measure each element of experience using different methods or tools
  • What are the main benefits of using CX6 for organizations and customers
  • How to use CX6 in practice with a live demonstration

By attending this webinar, you will discover how CX6 can help you overcome the challenges of existing CXM systems and deliver better outcomes for both customers and organizations. You will also get to ask questions or share feedback on our presentation.

Take advantage of this opportunity to learn how to measure customer experience with CX6: a new and innovative system.
Register now by clicking this link https://cemnext.com/cxm_landing
and reserve your spot today!


[1] McKinsey – Prediction: The future of Customer Experience

[2] McKinsey – The power of the operating model in Customer Experience

[3] The CEMMethod in Action

How to win the Triple Crown?

Get yourself and your colleagues ‘upskilled’ with the Accredited Customer Experience Professional® to acquire the latest tools, techniques, and proven approaches to winning with Customer Experience.

RECOMMENDED QUALIFICATION:
The Accredited Customer Experience Professional® (ACXP):
https://bit.ly/GCCACXP

If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.

Review the extensive options from the BPG: https://www.bpgroup.org

Connect with the author: https://linktr.ee/SteveTowers


How To in 4 Days Transform Your CX Success with ACX Master® Online Live Class on April 25-28!

Are you looking for a way to enhance your customer experience? Do you want to become a qualified Accredited Customer Experience Master?


Look no further than our 4-day online live program!
Our program introduces and coaches you with ‘state of the art’ tools and techniques from the CEMMethod, a proven, tried and tested approach to enhancing customer experiences.

You will complete offline exercises, ideally based on your work, and on successful completion of ten exercises, you will become a qualified Accredited Customer Experience Master®.

Through your work you will then immediately be able to deliver the Triple Crown of benefits – lowering costs, growing revenues, improving service and increasing customer loyalty.



Imagine having the ability to deliver exceptional customer experiences through your organization’s processes, people, and systems. Our program connects you with the means to do just that. You’ll have access to the latest insights and strategies to take your customer experiences to the next level.

Join over 140,000+ professionals who have already taken the first step towards becoming Accredited Customer Experience Masters.
Sign up for our 4-day online live program today and start transforming your customer experience success!

https://bit.ly/GCCACXP

RECOMMENDED QUALIFICATION:
The Accredited Customer Experience Professional® (ACXP):
https://bit.ly/GCCACXP

If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.

Review the extensive options from the BPG: https://www.bpgroup.org

Connect with the author: https://linktr.ee/SteveTowers

Review the Twelve Frequently Asked Questions associated with Customer Experience Management are discussed with supporting videos and decks at www.bpgroup.org/cxfaq.html


Unlock the Benefits of Customer Experience Management: 12 FAQs Answered

Customer Experience Frequently Asked Questions – the first we look at is ‘What is Customer Experience Management?”

This and eleven other Frequently Asked Questions associated with Customer Experience Management are discussed with supporting videos and decks at www.bpgroup.org/cxfaq.html

So what exactly is Customer Experience Management (CEM)?

Customer Experience Management (CEM or CXM) is a strategic and operational approach commonly used as a competitive differentiator. It involves aligning every aspect of an organisation towards delivering customer needs and successful outcomes no matter how far removed the customer is perceived to be.

This includes:

  • Customer journey – what the customer does, expects and feels.
  • Customer Interactions.
  • Supporting internal process.
  • Associated team and hierarchy structures.
  • Performance metrics.
  • Digital capabilities.
  • Vision, mission & strategy. 

​Typically, companies who engage in Customer Experience Management activities outperform those who do not.

Customer Experience Management (CEM) is the practice of proactively managing customer interactions, perceptions, and emotions to create positive customer experiences throughout the customer journey.

It involves understanding customer needs, preferences, and expectations and then creating tailored experiences that meet these needs, that are memorable and leave a lasting impression.

​CEM also requires connecting the customer experience to the means of delivery, such as the organisation’s people, processes, and systems. This means that CEM requires a comprehensive understanding of the customer journey and ensuring that the organisation’s people, processes, and systems can work together to provide a seamless experience that meets customer needs and expectations.
Additionally, CEM requires a focus on developing customer relationships and fostering loyalty by providing ongoing support, feedback, and value

Enhance your customer experience career with a Certified Journey Management Professional® qualification
Get the info you need at https://www.cjmplus.com

Enhance Your Customer Experience expertise with the CJMP® qualification

Review the Customer Experience FAQs

Customer Experience Management FAQs – BPG (bpgroup.org)

RECOMMENDED QUALIFICATION:
The Accredited Customer Experience Professional® (ACXP):
https://bit.ly/GCCACXP

If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.

Review the extensive options from the BPG: https://www.bpgroup.org

Connect with the author: https://linktr.ee/SteveTowers

Review the Twelve Frequently Asked Questions associated with Customer Experience Management are discussed with supporting videos and decks at www.bpgroup.org/cxfaq.html


During 2023 one in five CX programmes will disappear entirely

The latest research into Customer Experience Management makes stark reading. get the inside track and data to support your business case for CX.

This is what Forrester is predicting. Not just any pip squeak research company. When a CX authority says something like that, you must sit up and pay attention.

Ask yourself why this might be the case, and quickly, you will realise many CX initiatives are not adequately connected to delivering business benefits. Have you secured your CX efforts to win the triple crown (simultaneously growing revenues, reducing costs, and improving service)?
If you haven’t, you may become that one in five.

Here’s some of the latest research from CX authorities (with several interesting data points).

ReportSourceURLPrediction
Five Predictions For The Future Of Customer ExperienceForbeshttps://bit.ly/Forbes5predictionsBy 2030, customers will expect brands to anticipate their needs before they arise.
The Gartner Predictions for 2023: The Top Customer Experience TrendsGartnerhttps://bit.ly/Gartner_PredictsBy 2025, more than half of B2B organizations will use AI to augment at least one of their primary sales processes.
IDC FutureScape: Worldwide Future of Customers and Consumers 2022 PredictionsIDChttps://bit.ly/IDCPredictsBy 2024, 35% of brands will openly incentivize consumers to share personal data in exchange for cash rewards, services, and exclusive experiences.
Top future of customer experience predictions for 2023Forresterhttps://bit.ly/Forrester_Predicts2023During 2023 one in five CX programs will disappear entirely
7 Contact Center Predictions for 2023 and BeyondCustomer Thinkhttps://bit.ly/CustomerThink_PredictsBy 2023, employee experience will overtake customer experience as the leading “experience” focus and investment.
NPS has run its course

The Customer Experience organisations that win every time

The thriving CX initiatives connect their efforts with business benefits in everything they do. This gets the continual and sustained support of the top team. Abandon those flakey metrics and aim to get more scientific about the customer experience.

How to win the Triple Crown?

Get yourself and your colleagues ‘upskilled’ with the Accredited Customer Experience Professional® to acquire the latest tools, techniques, and proven approaches to winning with Customer Experience.

RECOMMENDED QUALIFICATION:
The Accredited Customer Experience Professional® (ACXP):
https://bit.ly/GCCACXP

If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.

Review the extensive options from the BPG: https://www.bpgroup.org

Connect with the author: https://linktr.ee/SteveTowers


How to apply the key fundamentals of Customer Experience success

When Steve Jobs kicked off the Customer Experience (CX) movement in 1997 (video here), he crystallized the idea of understanding customer NEEDS before doing anything else.

At the same time, another CX genius, Jeff Bezos, was three years into creating the most profitable company on the planet and precisely understood Steve Jobs ‘working backwards’ imperative.

There is this Need (even though customers don’t know it yet), and I can create the desire and meet that Need now.

A young, fresh-faced Jeff Bezos in 1997

The rest is history. Watch the 2-minute video here.


Do you want to embrace advanced Customer-Centric thinking and become Outside-In?

https://lnkd.in/djWxB8m

👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master: https://lnkd.in/dANgYX59

👉 Step #2 – Get The Book: Outside-In The Secret *FREE*  https://bit.ly/OI2021now

👉 Step #3 – Connect With The Community: https://linktr.ee/SteveTowers

👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM | https://cemnext.com/xmroi2023

👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (bpgroup.org)

Is this the best Customer Experience qualification on the planet?

Gaining certifications in customer experience can be advantageous for employees and businesses alike. It demonstrates an individual’s dedication to the field and provides an upper hand in the job market. Furthermore, it can enhance output in current positions by increasing expertise in the most effective techniques and lead to a higher customer satisfaction rate for the company. Professional qualifications can also bring a feeling of personal achievement. There are several options to receive these qualifications, such as virtual classes, physical seminars, and degree programs. All in all, obtaining professional qualifications in customer experience could be a beneficial investment.

Well, the Testimonials seem to say so…

Find out more: https://bit.ly/GCCACXP

Professional Qualification (or not?)

First, having a professional qualification in customer experience demonstrates a commitment to the field. It gives an impression that you have invested your energy to learn the most current best practices and have the necessary capabilities and expertise to offer exceptional customer service. This can be especially helpful for companies searching for customer experience professionals, as it reflects that you are devoted to your career and take it earnestly.

Obtaining professional credentials in customer experience can be advantageous in the job market. In an arena where customer experience is becoming increasingly imperative for businesses, having the qualifications can give you an advantage over applicants with different proficiency levels. This can be particularly advantageous if you want to progress in your profession or change to a new sector.

It is not just about your job

But the advantages of obtaining professional qualifications in customer experience go beyond impressing potential employers. It can also help you be more productive in your current role. By gaining a more profound knowledge of customer experience best practices, you will be better able to recognize and handle any issues that may crop up and find ways to improve the overall customer experience. This can lead to improved customer loyalty and satisfaction and, eventually, higher revenue for your organization.

In addition to the tangible benefits, obtaining professional qualifications in customer experience can also give you a sense of personal accomplishment.

If you want to become professionally qualified in customer experience, multiple alternatives are accessible, such as online courses, in-person seminars, and degree programs. Examining and determining the most suitable choice for your needs and timetable is vital. Regardless of your choice, getting a professional qualification in customer experience is a beneficial investment. It can make you stand out in the job market, increase your capability in your current role, and bring satisfaction. So, if you plan to progress your job in customer experience, consider becoming professionally qualified – it is the push you require to succeed in this fast-developing area.


Summary

Gaining certifications in customer experience can be advantageous for employees and businesses alike. It demonstrates an individual’s dedication to the field and provides an upper hand in the job market. Furthermore, it can enhance output in current positions by increasing expertise in the most effective techniques and lead to a higher customer satisfaction rate for the company. Professional qualifications can also bring a feeling of personal achievement. There are several options to receive these qualifications, such as virtual classes, physical seminars, and degree programs. All in all, obtaining professional qualifications in customer experience could be a beneficial investment.

RECOMMENDED QUALIFICATION:
The Accredited Customer Experience Professional® (ACXP):
https://bit.ly/GCCACXP

If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.

Review the extensive options from the BPG: https://www.bpgroup.org

Connect with the author: https://linktr.ee/SteveTowers


5 Common Pitfalls to Avoid When Implementing Customer Journey Mapping

Even though Customer Journey Mapping (CJM) has become a popular tool among customer experience (CX) professionals, many organizations are still not utilizing it to its fullest. Oftentimes, the cause of this is a lack of knowledge about how internal operations and data are related to the customer journey. To gain a better comprehension of the customer experience, CX experts need to comprehend the entire process customers navigate when interacting with an organization. This includes not only their dealings with the organization’s products and services, but also the processes and systems that underpin those connections.

Overview

Earlier this week, I released a short video about Customer Journey Management and its benefits for organizations, with examples from Amazon, Starbucks, Uber, Netflix, Apple, and the Financial Sector. (see the 4 minutes on YT: https://youtu.be/an5tNYXXzHo)

Wow, what a response. I didn’t expect that.
Many folks have tried and failed to deploy Customer Journey Map approaches effectively.

Here’s a summary of some of the five most significant challenges. In another article, we will discuss how to avoid them based on the best practices of those who have delivered success.

Some significant drawbacks can affect a company’s ability to provide a great experience to its customers.

🤝Customer Needs

One of these issues is a need for insight into the customer’s needs and desires. This can create an inconsistency between their services and products and the customer’s expectations, leading to disappointment and exasperation.

💖Personalization

Furthermore, not offering a personalized experience make customers feel disregarded and unappreciated.

🎸Co-ordination

Additionally, a failure to properly coordinate and integrate different channels and touchpoints can lead to an incoherent journey for the customer, making it difficult for them to get the assistance or data they require.

🏢Structural challenges

A hindrance is silo-based thinking; when a business has several separate systems and processes, it can take time to get a comprehensive outlook on the customer’s experience and to determine their path.

This can make it challenging to find and address any issues or areas that need to be improved.

✍️Connecting the dots

Understanding the link between internal operations, data, and customer experience is essential. By being aware of the overall process customers go through when interacting with an organization, and the systems and processes that back them, CX professionals can pinpoint pain points and chances for optimization within the customer journey.

Additionally, it is essential to remember that CJM is not a single-time task but rather an ongoing effort to be evaluated and updated routinely. It calls for the participation and collaboration of all levels of the organization. It serves to align initiatives from various departments to upgrade the customer experience and positively affect the business.


Conclusion:

Several specific actions will reduce the risk of poor CJM implementation. We will discuss those shortly by reviewing the best practices of companies that have delivered success.

If you want the inside track on that, subscribe and share this blog.

RECOMMENDED QUALIFICATION:
The Accredited Customer Experience Professional® (ACXP):
https://bit.ly/GCCACXP

If you want to check if your colleagues are already qualified do a search with #ACXP on Linkedin.

Learn more about CJM plus as practiced within the CEMMethod: https://www.cemmethod.com

Connect with the author: https://linktr.ee/SteveTowers